Service flow management: caring for the citizen's concern in designing e-government transaction processes (original) (raw)

XML-based Process Representation for e-Government Serviceflows

IFIP International Federation for Information Processing, 2002

Addressing new public challenges such as the one-stop government and improved service quality, we introduce serviceflow management as a generic concept to coordinate cross-organizational e-government processes. Aiming at a serviceflow management infrastructure for networked service providers we present an XML-based process representation of serviceflows as well as a four layered IT architecture for realizing serviceflow related applications.

Transactional e-government services: An integrated approach

2002

Although form-based services are fundamental to e-government activities, their widespread does neither meet the citizen's expectations, nor the offered technological potential. The main reason for this lag is that traditional software engineering approaches cannot satisfactorily handle all of electronic services lifecycle aspects. In this paper we present experiences from the Greek Ministry of Finance's e-services lifecycle, and propose a new approach for handling e-service projects.

Integrating e-Government Public Transactional Services in the Public Authority Workflow

Electronic …, 2003

Documents submitted by citizens through electronic services deployed in the context of e-Government must usually undergo processing by some organisational information system, in order to complete the citizens' requests and for the reply to be returned to the citizen. The integration, however, of the e-service delivery platform and the organisational information system is often hindered for a number of reasons, including security considerations, platform diversity or idiosyncrasies of legacy information systems. In this paper we present a generic method for providing seamless communication between the two platforms, enabling the full integration of documents submitted through electronic services into the organisational workflow, leveraging thus the quality of services offered to the citizens and facilitating e-service development and operation.

Integrating e-government public transactional services into public authority workflows

… , an International Journal, 2004

Documents submitted by citizens through electronic services, deployed in the context of e-government, must usually undergo processing by some organisational information system in order to complete the citizens' requests and for the reply to be returned to the citizen. The integration, however, of the e-service delivery platform and the organisational information system is often hindered for a number of reasons, including security considerations, platform diversity or idiosyncrasies of legacy information systems. In this paper, we present a generic method for providing seamless communication between the two platforms, enabling the full integration of documents submitted through electronic services into the organisational workflow, thus leveraging the quality of services offered to citizens and facilitating e-service development and operation.

Process-Aware E-Government Services Management

International Journal of Cases on Electronic Commerce, 2007

E-government is becoming a reality rather than a theoretical ambition; however, achieving the e-government anticipated benefits is still illusive, which is exacerbated by the continuous and ever changing business processes, IT, and user requirements. This article outlines the current state of e-government research and the challenges emerging from the need to integrate citizen, business, and technology into seamless e-government solutions and services. In addition, the article proposes a semiotics-informed framework for process-oriented e-government services, modeling, and management, which is used and tested on laboratory-based case studies.

The State of the future–process support for government services

By formalizing routines and required information related to performing government services it is possible to identify best practice, rooms for improvement and potential for added service value. Work supported by ITC has the potential of increased efficiency and control, but there is also an inherit danger of locking down to undesired processes and removing flexibility.

Towards Public Services and Process Integration

Progressions and Innovations in Model-Driven Software Engineering

Software platforms for e-government transactions may differ in developed functionalities, languages and technologies, hardware platforms, and operating systems that support them. Those differences can be found among public organizations that share common processes, services, and regulations. This scenario hinders interoperability between these organizations. Hence, to find a technique for integrating these platforms becomes a necessity. In this chapter, a rule-based domain-specific modeling environment for public services and process integration is suggested, which consists of common identified public service elements and a set of process integration rules. This approach provides the needed integration or interoperability pursued in this domain. Furthermore a service and process model is proposed to formalize the information needed for integration of both. A set of integration rules is also presented as part of the modeling environment. This set of integration rules completes the proposed model to meet the business requirements of this domain.

A framework for e-services: a three-level approach towards process and data management

2002

Service outsourcing is the business paradigm, in which an organization has part of its business process performed by a service provider. In dynamic markets, service providers can be selected on the fly during process enactment. The cooperation be-tween the parties is specified in a dynamically made electronic contract. This con-tract includes a process specification that is tailored towards service brokering and cross-organizational process enactment and hence has to conform to market and specification standards.

Processes in e-Government – A Holistic Framework for Modelling Electronic Public Services

Lecture Notes in Computer Science, 2003

Recently, process modelling and process reorganisation have been recognised as being of utmost importance for making e-government implementations success. Due to the high complexity of governmental processes and organisational structures, appropriate modelling methodologies and tools are, however, not really available yet. In our contribution, we describe the needs for a comprehensive Business Process Management methodology and toolkit targeted for the public sector. We present a solution to support public administrations in the reorganisation and re-engineering of administrative processes towards online service provision.